I grew up in Grinnell, Iowa, a small town in the rural Midwest. It’s not exactly the place you would expect to find the most prolific scoring basketball team in the nation. Grinnell College’s run-and-gun offense is considered unorthodox, even chaotic, but it is fun to watch. Grinnell’s record as of February 22nd is 18 wins and 5 losses. In the second game of this season, senior guard Jack Taylor scored 109 points, the third highest in NCAA history in a 173-123 victory over Crossroads College. According to Head Coach David Arseneault’s book titled “The Running Game: A Formula for Success,” his strategy is based on five basic principles:

The team must take at least 100 shots in a game. The goal is to attempt a shot every 12 seconds and try to get the ball back within 10 seconds.

As the relationship between businesses and customers continues to evolve, the value of the customer experience has been magnified greatly. Customer-facing social media channels and the general ease with which anyone can find information about anyone/anything online have made businesses and their employees and managers more accessible than ever before. This means businesses – the whole business – must be ready to address customer needs across any number of outlets. But good customer experience doesn’t just mean effectively handling complaints, issues or questions; it means having a real relationship with your customers.